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Keywords: Substitution service encounter
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Journal Articles
The service triad: an empirical study of service robots, customers and frontline employees
Open Access
Journal:
Journal of Service Management
Journal of Service Management (2022) 33 (2): 246–292.
Published: 25 August 2021
...://creativecommons.org/licences/by/4.0/legalcode Service robot Service triad Frontline employee (FLE) Augmentation Substitution service encounter In hospitality services such as restaurants, service triads consisting of technology, customers and frontline employees (FLEs) are becoming more common (Li...
